Brad Fredrickson Email & Phone Number

Customer Success Operations Analyst • Interface with other departments including Contracts, SDO, Cloud Ops, and Development to ensure clientsare assisted in a timely manner.• Design, document, and implement new workflow processes.• Resolve customer escalation issues, often during high intensity situations.• Spearhead Incident Report requests from clients, including write and deliver the customer facing reports.• Receive and resolve clients licensing request.Customer Success Technical Analyst• Troubleshoot and resolve clients technical problems received from tickets via phone or email, providingcustomer service and initial investigation.• Triage and escalate technical issues or bug reports to technical case managers by documenting the problemand attempted resolution steps.• Perform troubleshooting such as capturing and reviewing log files, analyzing tables, restarting servers/agents, and reproducing issues on my own VM.

Kansas City, Missouri, United States

-Serve as the first line to investigate and resolve client problems received via phone, ticket or other electronic means-Triage and escalate issues by using applicable monitoring and troubleshooting tools-Provide exceptional customer service via phone and email as appropriate while documenting investigation and issue resolution-Adhere to policies and procedures including HIPPA, PECA, CHIA, and client notification requirements-Train new associates on troubleshooting, ticket creation/follow up, and customer service as well as providing direct support as their role coach-Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally-Perform troubleshooting investigations via backend methods by capturing log files, query tables, updating database fields, and updating/cycling serves

Bachelors, Bible/Biblical Studies

Bachelor Of Arts - Ba, Bible/Biblical Studies